Creating an Incident

About this task

Users with all SOTI Assist roles can create incidents. However, some of the options and controls described here might not be available to the Reporter users, depending on the system configuration.

To create a new incident in SOTI Assist:


  1. On the menu bar, click the New Incident button to open the Create a New Incident dialog box.
  2. If you are a member of more than one group, select a group the incident will belong to from the Select Group drop-down list. If you are a member of a single group, the incident is automatically assigned to that group; you skip this step. For information about groups, see Managing Groups.
  3. Optional: If the group you want to select for the incident does not yet exist, create it (provided your SOTI Assist role allows you to do this). For details, see Creating Groups.
  4. Click Create.
    A new incident is created, and the (initially blank) incident details view opens.
  5. Enter the incident details in the incident details view. See Adding or Editing Incident Details for more information.
  6. You can submit the incident with one of the following status types: Open, Pending, or Resolved - see Status Types for details. An attempt to save the incident as Draft results in an error message. If you selected the Resolved status for the incident:
    1. Describe why you consider the incident resolved in the Resolution Note field.
      Note: The note might be mandatory or optional, depending on the application settings - see Workflow Tab for details.
    2. Optional: To make the note visible only to the incident reporter and administrator, toggle Keep note private on.
    3. Click Update.
  7. When you have finished entering the incident details, click the Submit as Open/Pending/Resolved button.